Case Administrators configure and maintain Case Management for the entire organization. They define how cases are categorized, assigned, measured, and resolved, and have access to every case in the tenant.
Unlike Case Managers, who oversee one or more service teams, Case Administrators manage the overall case management practice. They configure organization-wide settings, support service teams, and ensure the platform reflects your organization's processes.
What Case Administrators do
Case Administrators are responsible for configuring how Case Management works across the organization.
Typical responsibilities include:
- Creating and managing case teams.
- Defining categories, priorities, and flags.
- Configuring service-level policies.
- Managing notifications and close surveys.
- Configuring case lifecycle settings.
- Reviewing practice-wide analytics and trends.
- Supporting managers with routing, permissions, and configuration.
Case Administrators also have access to every case, allowing them to investigate issues, support teams, and perform administrative actions when needed.
Configure Case Management
Administrators configure Case Management in Case setup.
The available settings include:
| Area | Purpose |
| Teams | Create teams, add members, assign managers, define expertise, and configure workload limits. |
| Priorities | Configure the priority levels used for cases. |
| SLA policies | Define service-level targets for different case types and priorities. |
| Categories | Create and manage the categories employees use when raising cases. |
| Flags | Create labels that help identify or prioritize cases. |
| Notifications | Configure notifications for employees, agents, managers, and participants. |
| Close survey | Configure post-resolution surveys and select an effort scale. |
| Lifecycle | Configure waiting, resolution, closure, and finalization timings. |
| Message undo | Allow agents to recall public updates for a short period after sending them. |
| AI-only case creation | Control whether employees create cases through AI Assistant or a request form. |
| Case numbering | Configure the case number prefix and starting sequence. |
Support case teams
Administrators use the same agent workspace as Case Managers and Case Agents, but with access to every case in the organization.
They can:
- Open and update any case.
- Reassign ownership between teams and agents.
- Merge duplicate cases.
- Reopen, cancel, restore, and force-close cases.
- Remove public updates when required.
- Override AI-assessed experience metrics.
- Manage the people associated with a case.
These actions help administrators support teams, resolve operational issues, and maintain service quality.
Create shared views
Case Administrators can create views for themselves, for specific teams, or for the entire organization.
| View | Available to |
| Personal views | Only you |
| Team views | Members of selected teams |
| Organization views | Everyone with access to Case Management |
Organization-wide views are useful for shared operational queues, such as breached cases, unassigned work, or practice-wide monitoring.
How this role differs from others
| Role | Primary responsibility |
| Case Administrator | Configure Case Management and support the entire organization. |
| Case Manager | Lead one or more case teams and manage day-to-day operations. |
| Case Agent | Resolve employee cases. |
| Case Audit | Review cases and audit history without making changes. |
| Case Collaborator | Contribute to specific cases when invited. |
For a detailed breakdown of permissions, see Roles and permissions.
Audit and compliance
Case Administrators can review audit history and AI evaluation records for every case.
Every significant case action is recorded, including:
- Case updates
- Ownership changes
- Lifecycle events
- Service-level outcomes
- AI assessments
- Manual overrides
For more information, see Audit history and AI evaluation traces.
Monitor service performance
Case Administrators use Case Management Analytics to understand how the service is performing across the organization.
Analytics can help you monitor:
- Case volumes
- Backlog
- Team workload
- SLA and XLA attainment
- Employee satisfaction
- AI triage performance.
Use these insights to identify trends, improve processes, and support continuous improvement.